Inside Nigeria’s food industry where dispatch riders steal from customers

As food delivery services rapidly expand in major cities across the country, complaints are mounting over missing items, reduced portions and tampered packaging. What should offer convenience is, for many customers, becoming a source of frustration. In this investigation, CHIJIOKE IREMEKA examines the practices eroding trust in Nigeria’s fast-growing food delivery sector and explores sustainable solutions to the problem

Ebuka Okafor, an architecture graduate, spent the day anxiously awaiting a delivery that should have arrived hours earlier: baskets of assorted fruits meant to form the centrepiece of a quiet, secret birthday celebration for his father, who was turning 54.

The 26-year-old waited restlessly, glancing at the clock, checking his phone and repeatedly reassuring his mother that the order would arrive soon.

When a knock finally came at the door, relief washed over him until doubts began to surface.

The vendor had promised an afternoon delivery, but dusk had already fallen by the time the rider arrived at their home at 65 Baruwa Street, Ojo Road, Lagos.

Outside stood the long-awaited deliveryman, holding two baskets of fruit. Ebuka and his mother thanked him warmly and collected the items, unaware that anything was wrong.

“The baskets were meant to be part of a quiet but meaningful plan, a secret birthday surprise for my dad, arranged by my sister in the US and us here in Nigeria,” Ebuka explained.

According to him, his sister had placed the order with a fruit vendor in Lekki. At first glance, everything appeared in order.

“It didn’t even cross my mind that something could be wrong. My sister ordered it, but my mum and I received the items. She hadn’t told us how many baskets to expect, so I assumed everything was complete. Maybe she trusted the system too much, until this happened,” he said.

Acting on instinct, Ebuka took photographs of the baskets and sent them to his sister to confirm delivery. That simple gesture, meant to reassure her, quickly exposed a problem.

“She told me she ordered three baskets, not two. That was when I became worried. I honestly didn’t think something like that could happen,” he said.

With no direct contact for either the rider or the fruit vendor, Ebuka asked his sister to immediately reach out to the vendor and request that the rider be contacted, hoping the missing basket could still be recovered before it was too late.

According to Ebuka, the vendor, a young lady, was visibly distressed by the situation. She explained that her regular delivery riders had closed for the day and she had been forced to engage an independent rider to complete the delivery.

“The vendor called the rider, and about 30 minutes later, he returned with the third basket of fruit. Guess what?” Ebuka said. “It was the biggest basket, the one with the most expensive fruits, that he had kept for himself. He claimed he didn’t know the basket was still in his car boot.”

Angered by the explanation, Ebuka’s mother, Ngozi, demanded that the matter be escalated immediately. She accused the rider of theft, drawing the attention of passersby, as the rider began pleading for forgiveness.

“He kept begging, saying that if we reported him, he would lose his job and people would stop giving him delivery work. I asked him if he didn’t think of that before stealing someone’s order, but he kept quiet,” Ebuka said.

The vendor later intervened, apologised repeatedly, and assured the family that the rider would be sanctioned.

“She also didn’t want the situation to escalate in a way that could hurt her business. She later sent a compensatory package for my dad after the party,” Ebuka added.

Reflecting on the incident, he said, “If I hadn’t sent those photos to my sister, that basket of fruit would have disappeared completely. It was a terrible experience.”

Ebuka said his unease deepened when he realised the incident was not isolated. Stories soon began to surface among friends and acquaintances who had experienced similar problems.

“A friend of mine complained that a rider tampered with food she ordered online,” he said.

Food tampering and public health risks

For Olamide Michael, a medical doctor in her early 30s, food tampering goes far beyond inconvenience; it poses serious public health risks.

She explained that once a food package has been tampered with, its safety can no longer be guaranteed, noting that this had forced her to discard a meal she had ordered and request a refund.

Olamide stressed that any interference with food is unacceptable, regardless of intent.

The medical practitioner recalled ordering dinner through a popular food delivery platform, only to notice signs of tampering the moment she opened the package.

“The bag was stapled, but one corner was torn open. My small chops looked reduced in the foil, and some fries were missing,” she said.

“I was scared and didn’t eat it. It was frustrating because I had hoped to end my weekend-long call duty with that meal.”

Like many customers who spoke to Sunday PUNCH, she contacted the vendor, not just to complain, but to demand a refund. Although she got her money back, the experience left her shaken.

“It wasn’t about the money. It was about hygiene and safety. Someone could easily get poisoned if food is opened by anyone other than the vendor,” she said.

Olamide said she felt disrespected by the experience, echoing the sentiments of many customers who reported receiving tampered meals through delivery apps.

Sunday PUNCH learnt that while food delivery promises comfort and convenience, incidents like these erode trust and force customers into difficult choices, thereby posing a threat to Nigeria’s fast-growing, multi-billion-naira food delivery industry.

A growing menace

For many Nigerians, food delivery has become part of their daily lives. With just a few taps on their phones, meals from street vendors, fast-food outlets and home-based cooks arrive at doorsteps.

However, Sunday PUNCH reports that this convenience depends heavily on trust, a trust increasingly under strain.

Customers across the country say their food has, on various occasions, arrived tampered with, incomplete, or partially eaten.

On social media platforms, complaints abound: broken seals, missing portions, lighter drinks, and packaging that appears disturbed.

While such incidents may not represent the majority of deliveries, even a few cases are enough to spark outrage, anxiety and growing fear among consumers.

Recently, a woman on X (formerly Twitter), Mide Brown, called out a food delivery rider from the platform Chowdeck, alleging that the rider had taken 10 slices from the bread she ordered and tied the remaining loaf with a black ribbon.

Brown said she placed the order through a well-known online food delivery platform, expecting it to arrive intact. But when the delivery finally came, she was shocked to discover a significant portion of the bread missing.

She claimed the rider had removed the slices before handing over the package and attempted to cover up by tying the remainder with a ribbon.

“Chowdeck should screen its riders properly before employing them. This Ba$tard took over 10 slices from the bread I ordered and tied the nylon with a black ribbon. I’m so pissed right now,” Brown wrote.

In a similar incident, a video shared on Instablog showed an unidentified rider being confronted by a customer over an order of asu, a local goat meat delicacy, placed via Jumia.

According to the customer, the app indicated that his food had arrived, but the rider only showed up an hour later, giving no meaningful explanation for the delay.

The customer accused the rider of tampering with the food, alleging he had eaten part of it.

In the video, the rider admitted opening the package but insisted he had not eaten the contents. “If I had eaten it, you would know. Your food is still sealed. Yes, I opened it, but that was all,” he claimed.

Experts say food tampering goes beyond mere inconvenience, raising serious health concerns.

They noted that once food packaging is opened, customers cannot be certain it is safe, a risk especially significant for people with allergies, weakened immune systems, or strict dietary restrictions.

A Consultant Public Health Physician at the University of Ilorin Teaching Hospital, Professor Tanimola Akande, said “Any interference with food is unacceptable, regardless of intent. Food that has been tampered with or whose seal has been broken may be contaminated and is therefore unsafe for consumption.”

Supporting this view, a Consultant Public Health Physician and Medical Director at the Federal College of Education, Akoka Medical Centre, Lagos, Dr Rotimi Adesanya, advised that such food should be discarded.

“Once the seal is broken or tampered with, the food is no longer safe. Flies, dust, bacteria, including Staphylococcus, present on the hands of delivery men, can contaminate it. This can lead to food poisoning,” he warned.

A food safety nutritionist and allergy specialist, Prof Mary Mgbemene, added, “Psychologically, I would not eat food tampered with by anyone other than the person who packaged it. A broken seal exposes the food to unknown elements and potential risks, including contamination or lacing.”

Food Psychologist, Dr Fidel Okoye, emphasised the mental and safety implications of tampered food.

“When food is confirmed to be tampered with, the psyche alone will reject it. People worry that it could be laced with drugs or poisons. Consuming such food can leave you vulnerable or even cause health complications,” he said.

Okoye warned that incidents like these threaten trust in online food platforms.

“If customers cannot trust their food will arrive safely, the industry will suffer from declining patronage,” the food psychologist added.

Dilemma for vendors

Some vendors confirmed that the problem really exists, noting that it is indeed a challenge.

An online food vendor, Grace Echi, recalled sending a rider to deliver a small chops platter, only for the client to complain the next day that part of the order, chicken, was missing and had been replaced with peppered beef.

Shocked, Echi realised that the rider must have tampered with the package. “I remembered seeing complaints on social media about riders eating food and re-packaging it. I had fallen victim to that myself. Thankfully, I had recorded a video of the order before sending it, and it wasn’t my first delivery to the client. I apologised sincerely, and we resolved the issue,” she said.

The food vendor added, “Most times, when I deliver small chops, people ask if I have extras because the aroma is enticing. It takes discipline and self-control not to eat someone else’s package, but unfortunately, not all riders maintain that restraint.”

Recalling a past delivery experience, one vendor said she had sent a package through a dispatch rider a few weeks ago and decided to include extra chaperones this time.

“I didn’t do it only because I thought he might eat from it, but because it’s a season of love, and I wanted to extend that love to everyone around. He was so happy, grateful, and prayed for me. That prayer alone meant a lot, and I’m glad I was able to put a smile on his face,” she said.

Another vendor, Shulammite Ekpenekong, noted that the person handling deliveries and the level of trust you have in them are crucial in the food delivery business.

“I had an experience last year when a rider picked up a customer’s order but delivered it an hour late. The client was furious and refused the shawarma, fearing it had been tampered with. I explained and begged her, and she eventually accepted the order, though she said she wouldn’t eat it. That incident taught me a valuable lesson.

“As a vendor, ensure you have standardised delivery packaging and communicate clearly with your customers about how their orders are handled. Have trusted riders, and if you operate from home, consider using a separate pick-up point away from your residence. Protect your business, your safety, and your customers,” she advised.

Saving a multi-billion-dollar industry

For customers, trust is everything. Experts warn that a single bad experience can push people back to cooking at home or picking up meals themselves, undermining the convenience that drives Nigeria’s growing food delivery market.

“For delivery services to thrive, transparency and accountability must improve to protect both customers and honest riders. Customers should receive exactly what they order, nothing more, nothing less,” said Able Ndukwe, an economist.

He noted that Nigeria’s food delivery industry is experiencing remarkable growth, and distrust could threaten this trajectory.

“The market is expanding rapidly, fuelled by rising smartphone penetration, urbanisation, and a growing preference for convenience-oriented services. Consumers want quick, accessible meal options.”

According to Germany-based Statista, operating across eight global locations, Nigeria’s food delivery market is projected to grow from $2 billion to nearly $5 billion between 2030 and 2033, at an annual growth rate of 10–13 per cent.

The industry was valued at approximately $834.7 million in 2022/2023, $920 million to $1.04 billion in 2024, and between $2.01 billion and $3.07 billion in 2025.

“In Nigeria, with over 250 ethnic groups, there is a high demand for localised dishes, especially among tech-savvy youth who value convenience and diverse meal options through mobile apps. This presents opportunities for delivery platforms, restaurants, and food suppliers to cater to evolving preferences,” Ndukwe added.

An economist and lecturer at Legacy University, Anambra State, Dr Vincent Ezeme, said that macroeconomic factors such as urbanisation, disposable income, and changing consumer behaviours drive the market.

“Rising urban incomes enable more consumers to enjoy convenient dining. Smartphone and internet penetration have further expanded food delivery platforms, although inflation and currency fluctuations affect prices. Remote work has increased demand for home delivery during lunch hours, and health consciousness has boosted requests for healthier meal options.”

Riders respond to allegations

Registered food delivery riders have responded to the claims. Matthew Ugwuoye stressed that not all allegations are accurate, noting that poor packaging and rough roads sometimes cause food to spill during delivery.

“I want to make it clear that I have never eaten any customer’s order. For registered riders, such behaviour is risky and detectable. Like an office worker committing misconduct and returning to the same job, a rider would be identified, disciplined, and punished. Where issues arise is with roadside riders you don’t know; they could even disappear with the food,” he said.

Another rider, John Attah, emphasised personal integrity. “I am registered with a company that tracks our activities. My contact and address are known. My job is to deliver food and get paid, nothing more. I am not a thief. If I can’t afford food, I buy my own. Some complaints are just exaggerated or untrue,” he said.

Regulating GlovoRiders

While there is no central regulatory body for food delivery riders in Nigeria, companies manage their own teams.

Glovo, a major player with a large delivery fleet, encourages customers to report issues through its Compliance channel (compliance@glovoapp.com).

“Glovo treats all allegations seriously and confidentially. Depending on the case, we may collaborate with stakeholders to reach a timely resolution. Every rider must follow applicable laws, including road safety, food handling, and transport rules,” GlovoRiders stated.

Protecting the industry

A food packaging expert, Christ Buchi, who specialises in food processing and packaging, said vendors play a critical role in curbing tampering.

He stressed that proper sealing, clear labelling, and secure strapping of packages could significantly reduce the risk of interference.

Buchi urged vendors, including restaurants, to ensure that orders are fully sealed before handing them over to delivery riders.

“Vendors must devise packaging and sealing methods so that if a rider tampers with an order, it becomes immediately detectable to the customer,” he explained. Buchi noted that some delivery platforms have already introduced safety measures in response to growing complaints from both customers and vendors.

“Some vendors now seal bags carefully, staple receipts over openings, or add handwritten notes saying, ‘Packed with care.’ These small actions go a long way in rebuilding customer confidence,” he added.

Margaret Ojo, a vendor who sells jollof rice, fried rice, and chicken, said she had implemented tamper-proof seals, stickers, and in-app reporting systems to prevent abuse.

“After packaging my customers’ orders, I take a photo of the sealed packages to show how they were prepared. Any discrepancy from the photo confirmation is reported immediately. This way, it becomes easier to penalise or deactivate riders who violate food safety rules.

Recommended solutions

Brand and reputation management expert, Akonte Ekine, emphasised that tampering with customers’ food is unacceptable.

“It is absolutely wrong to interfere with edibles assigned for delivery,” he said, advocating for sealed packages with clear clauses warning customers not to consume food if the seal is broken.

Ekine, also the founder of Consumers Value Awards, said sellers should educate buyers about proper handling and packaging, so customers can confidently reject tampered orders.

He further recommended introducing video verification at the point of delivery to confirm that the order is complete and untampered.

Ekine also stressed the importance of vetting delivery personnel.

Don’t die in silence – LASCOPA

The General Manager of the Lagos State Consumer Protection Agency, Afolabi Solebo, urged consumers not to remain silent when their rights are violated. He highlighted the agency’s motto: “Don’t die in silence.”

“Customers whose food is tampered with should lodge official complaints so the commission can investigate. Consumers are kings in Lagos,” he said.

LASCOPA is an agency responsible for protecting consumers, and once an investigation confirms wrongdoing, offenders can be prosecuted.

“People should not suffer in silence. When products are safe, consumers can trust brands and order food confidently. If necessary, we will take cases to court on behalf of consumers,” Solebo added.

He explained that complaints could be submitted in person at LASCOPA’s office at 2B, Soji Adepegba Close, off Allen Avenue, Ikeja, or through the agency’s social media channels, where staff will respond promptly. (Punch)